# I was charged twice for the same balance top-up — can I get the extra back?

If a top-up appeared to fail and you retried, you may have been charged more than once. Contact support with the payment dates/amounts — they can confirm the duplicate charges and refund the extra ones.

## Steps

1. Check **Account Settings → Coins/Balance** or your bank statement to see how many times you were actually charged.
2. Email support with your account email, the number of charges, and the amount/date of each one.
3. Support confirms the duplicate(s) against your account and refunds the extra charge(s), keeping just one successful top-up.

## Common problems

- Top-up showed "failed" so you retried, then got charged for both attempts → this can happen when a payment actually succeeded on the bank's side even though the page showed an error; don't assume a "failed" message means nothing was charged — check your bank statement before retrying again.
- Card declined with a generic "violation" error → this is typically on the bank's side, not Dropify's; contact your bank to clear the block before retrying the top-up.
- Only want to keep one of the charges → tell support clearly which charge to keep and which to refund to avoid confusion.

## Related
- [I topped up my store balance but it's not showing — what do I do?](https://help.dropify.shop/en/coins_balance/wallet-top-up-not-credited/)
- [I was charged twice, or don't recognize a Dropify charge — what do I do?](https://help.dropify.shop/en/subscription_billing/dispute-a-duplicate-or-unrecognized-charge/)
- [Can I get my store balance/coins refunded to my bank account?](https://help.dropify.shop/en/coins_balance/refund-of-store-balance/)